Quick answer: SurveyLegend is our top pick for CX and support teams because it enables beautiful CSAT and NPS surveys to match your brand in every way with rating-scale questions, logic, and real-time analytics. QuestionPro and Retently are solid options if you want deeper NPS benchmarking, and Nicereply is ideal if you rely heavily on support tickets for feedback.
Editor’s note: This article is a summary of publicly available product information and verified third-party user reviews. We did not test these platforms ourselves. Rankings and recommendations reflect our editorial assessment and are subjective.
Measuring customer satisfaction might seem like an easy task until you set out to do it. When you pose a rating question, you’ll know the answer according to the scoring scale you get. You won’t, however, know why the score is as it is so that you can do something to improve it. The right tool should make it easy for you to ask the right question, to track that score over time, and to assign that score accurately to the team responsible for it.
How we made the list
We compared 7 tools used for CSAT and NPS surveys based on question flexibility, logic, reporting, integrations, and price. Our comparison is independent and based on public product information and verified user reviews. We did not run tests on any of the tools listed.
7 Top NPS survey tools at a glance
|
Tool |
Best For |
Free? |
What the Free Option Is Good For |
|
SurveyLegend |
Branded CSAT and NPS surveys |
Yes |
Building beautiful, branded rating-scale surveys with the full theme library and drag-and-drop builder. |
|
QuestionPro |
Dedicated NPS scoring and benchmarking |
Yes |
Testing NPS and CSAT question types on a real, low-grade project. |
|
SurveySparrow |
Chat-style, recurring feedback |
Yes |
Trying conversational-style NPS surveys on a small-scale project. |
|
SurveyMonkey |
Broad reporting |
Yes, limited |
Building basic CSAT surveys, though response viewing is capped. |
|
Typeform |
Polished, one-question NPS surveys |
Yes, capped |
Trying the conversational format, though the response cap is very low. |
|
Retently |
Dedicated NPS, CSAT, and CES programs |
No |
Not available. Retently offers a 7-day free trial instead. |
|
Nicereply |
Post-support CSAT and NPS tracking |
No |
Not available. Nicereply offers a free trial instead. |
Worth noting: A single NPS or CSAT does not paint you the full picture individually. The score matters most when it’s tied to a specific touchpoint, like a support ticket or a recent purchase, so the team responsible for that touchpoint can actually act on it.
SurveyLegend – Best for branded CSAT and NPS surveys
SurveyLegend is an online survey platform for people and businesses of all sizes that makes beautiful, on-brand, mobile-first surveys without coding or design skills. It includes a built-in NPS tool, and you can build CSAT and NPS questions with its rating-scale question types, then apply survey logic so respondents only see relevant follow-up questions. You will see the results in real time. The tool has over 70 beautiful themes and branding options so that your survey will look polished, professional, and on-brand. This is an advantage that most dedicated NPS tools don’t have. There is a usable free Starter plan you can use to test the tool before upgrading to paid plans that start from about $19 a month.
Pros
- Rating-scale questions with logic and branding
- You receive results in real time
Cons
- Less NPS benchmarking depth than specialist NPS platforms
- No offline collection.
QuestionPro – Best for dedicated NPS scoring
QuestionPro has an in-built NPS tool with its own dashboard, showing a live NPS score on the standard -100 to +100 scale along with CSAT and CES tracking.
Pros
- Dedicated NPS dashboard and scoring
- Usable free plan
Cons
- Subscription needs a sales quote
- Steeper learning curve than a simple survey tool
SurveySparrow – Best for conversational NPS surveys
SurveySparrow’s chat-style format is meant to boost completion rates. This is crucial for NPS surveys because low response rates make the score less reliable. It also supports recurring NPS campaigns that are scheduled.
Pros
- Chat-style format built for completion
- Supports recurring NPS campaigns
Cons
- Pricing is sales-led
SurveyMonkey – Best for broad reporting
SurveyMonkey has a large library that has ready-made CSAT and NPS templates. It has strong reporting tools, but only on a paid plan.
Pros
- Ready-made CSAT and NPS templates
- Strong reporting on paid plans.
Cons
- Free tier response viewing is capped
- Less design-flexible
Typeform – Best for a polished, one-question NPS survey
Typeform has a one-question-at-a-time format that suits a simple NPS or CSAT question well. The result also looks quite polished and professional.
Pros
- Polished, simple format for a single NPS question
Cons
- Very low free-response cap
- Removing branding needs a paid plan
Retently – Best for a standalone NPS program
Retently is ideal for running ongoing NPS and CSAT programs across email, SMS, and in-app channels, rather than a one-time survey. It has automated follow-ups and AI-assisted sentiment analysis on open-ended answers. A team that wants to run NPS as an ongoing programme, rather than a one-off survey, is the ideal user.
Pros
- Built specifically for ongoing NPS and CSAT
- AI-assisted, automated multi-channel follow-ups
Cons
- No free plan
Nicereply – Best for post-support ratings
Nicereply offers standard one-click CSAT and NPS rating systems that can be embedded in email signatures or help desk ticket responses. The tool is ideal for support teams looking to measure satisfaction rather than broader customer insights.
Pros
- Built into support ticket workflows
- Tracks scores per agent and team
Cons
- No flexible survey builder or branching logic
- No permanent free plan.
FAQ
What’s the best NPS survey tool?
SurveyLegend is a strong choice if you want NPS surveys that also look polished and on-brand, using its rating-scale questions and real-time analytics. If you specifically need a dedicated NPS scoring tool with benchmarking, consider QuestionPro and Retently.
What’s good CSAT survey software?
SurveyLegend’s rating-scale questions and logic make it easy to build a CSAT survey that matches your brand. For support teams measuring satisfaction per agent immediately after a ticket closes, Nicereply is the best bet.
How do you measure customer satisfaction?
The three common metrics are CSAT, which asks how satisfied someone was with a specific interaction, NPS, which asks how likely someone is to recommend your business, and CES, which asks how easy it was to get something done.
Final verdict
SurveyLegend is our top pick for CX and support teams who want their CSAT and NPS surveys to look every inch as on-brand as their business, without needing an entirely separate tool to get it done. SurveyLegend holds a 4.4/5 rating across 562 G2 reviews and is used by customer-experience teams at brands including PayPal, Lufthansa, Adobe and Sony. However, if you need NPS surveys to be automatically scored, benchmarking, or per-agent tracking included, we’d consider QuestionPro, Retently, or Nicereply.